9 customer types

Tom Hopkins in his book "The ability to sell for Dummies" is about 9 types of clients - You probably know someone are their customers.

1) True Dora

She had already bought your company's products and satisfied with the level of product quality and service. Dora and easy to work with and she will be faithful to you, if you do not disappoint her. If she had any doubts in your competence, it did not hesitate to call the company that sent her another representative.

How to deal with Dora? Do not try to quickly shove her product or service only on the grounds that she is already familiar with the quality of the goods offered. You need to demonstrate excellent knowledge of their products to Dora has always been firmly convinced of your willingness to meet its requirements.

2) Dodger Freddie

Freddie - zapravsky trickster, a guy who will not rest until it is satisfied that the last word for it, and you agreed to something he concede. Today these fully. If you give him something to give up, to complete the sale, he is likely to be that to brag, upsetting other customers who failed to make such concessions.

How to deal with Freddie? Let him know what you think its important customer and not like others that he understands the great life and you will be delighted by his business acumen. If you think that for the sake of cooperation with them should go to some concessions, talk to your manager or business owner, how best to do it.

To get this guy to buy your product, not necessarily to climb out of the skin. May be sufficient couple of notes of appreciation or more additional meetings. The main thing - to give Freddie feel its importance.

3) picky Polly

Polly - restrained, dry lady with a high degree of responsibility. Her work is related to the procurement. Like all the people in this profession, she had little personal contact, but an excess of meetings with vendors, passing through her office. She did not dare to fall in love with you too, because at any time circumstances may force her to choose you over your competitor.

Your rezentatsiya should take place without a hitch, without a hitch. Do not try to be with her on the short leg. Operate the facts and figures. Stay calm and confident. This is - your chance to stand out from the crowd of vendors with which it occurs, it is because of this you will remember. Show that you understand the importance and the complexity of its work. Do everything in writing - Polly around requires documentation.

4) Ed slippery

Ed - the most difficult client. He refuses to call you. He postpones meeting or at the last minute transfers them to another time. He always try your patience. Ask him secretaries or assistants. Perhaps they will be able to tell you how to gain favor and catch it.

5) nerd Simon

Simon is always something to complain about and dissatisfied with something. This is not the kind of person with whom you have agreed to be on a desert island. To start think about it: is it worth the income you get from working with him, those forces that it takes you.

If working with him brings you not the biggest slice of bread with butter, then it may be wise to change it to another customer who will not shake your nerves. No customer is not worth it to risk because of him physical and moral health.

The most that you can - is to listen and empathize. To minimize contact with this type, I advise him to call a few minutes before his usual lunch break or before the end of the working day. Then, too, he did not talk for a long time.

If he nazvanivaet you at another time, taking on cases, have to learn to politely interrupt the conversation. Picking up the phone and heard a familiar voice, it should start like this: "Simon! I am glad that you called. I'm just going to go away. I left about five minutes - what can I do for you at this time? "

Be polite and helpful. In the end, thanks to this Simon and cooperating with you. If it becomes too intrusive, it is better and cheaper to cede it to someone else in your company. Suddenly, the man who will get Simon, will not be as sensitive and able to work properly with it!

6) pedantic Judy

She knows exactly what she wants and longs for it to be written in blood, or at least cast in stone. Pedantic around and a great expert of total control. Be very organized. She appreciates the organization. Write down every detail. Be punctual. All double check.

Once she realizes that you can rely on, she would do it. Specify multiple times, if not postponed appointments. If you want to achieve cooperation with Judy and maintain it, you have become the embodiment of the order.

I advise you to send fax Judy summary of each meeting with her. In addition, to submit to it any information relating to the next meeting. In other words, treat her the way she treats others. Everyone loves their own kind.

7) overbearing Louise

Sultry, strong-willed woman aspiring to a higher position in the company. She prefers not to dwell on their needs, assuming that you diligently do their homework; and if so - then, you know what she needs.

In a conversation with Louise most important balk at how lucky her company have a staff of such a professional as she is. Remember, in the quest for power Louise probably not considered to anyone, and people generally do not like to work with such. You also have no choice.

In addition, Louise can be very useful if you have any difficulty with the billing or you want to sell the goods to another department or a subsidiary of the company. If Louise believes in you and your product, then you will have this support, which you will not find anyone else.

8) corrosive Charles

He need to intervene at all - this is the principle of it, but rather credo. He - a self-proclaimed expert reluctantly divided powers. Requires that all he reported. Sometimes unceremoniously and interrupt a conversation with you to talk on the phone or give instructions to the Secretary.

Be extremely polite, competent and concise. Did not express any assumptions. Let me know that you value his time. If you get tired of that you constantly interrupt, ask to reschedule to a different location - for example, invite him to dinner, where nothing can distract him, or ask the secretary or assistant Charles on the conversation as much as possible to protect him from visitors and phone calls. Polite requests will be enough - unless, of course, Charles is no firm rule that all the calls he receives.

9) incredulous Cindy
The first thing that Cindy says this: "We always do." It is conservative, suspicious, and any of your progress makes her question. Most likely, it is representative of the "old guard", who has worked at the company for many years.

Endorses its objections. You can even praise her insight. Impress Cindy, referring to the conversation and the company of people she trusts: to establish themselves in the solution, it needs to find out who else uses your services.

Her caution, however, may work for you. How Come? Yes, because if you do it put so much effort, there is no doubt - the competitors certainly teeth broken off. And if you manage to convince her to become your customer, there is little chance that competitors will be able to persuade her to change with you.

Please read on:

1) F. Rayheld "sincere loyalty. The key to winning the customers for life "
2) D. Hoyer "War of the client. Loyalty once and for all "
3) K. Sewell, P. Brown, "Customers for Life"